Customer Service Representative II

Job Description

Salary Range: $16.44 - $22.21

*This role is exclusively on-site, requiring daily commutes to the office. Therefore, candidates must reside in the Detroit/Metro-Detroit area before employment*

MISSION STATEMENT

Our mission is to return the city's blighted and vacant properties to productive use. We utilize a variety of Sales programs to make homeownership and land purchases accessible to Detroiters. Plus, we take our commitment to revitalization one step further with our Compliance and Nuisance Abatement programs, requiring renovation and occupancy to improve neighborhoods, eliminate blight, and combat real estate speculation. The Detroit Land Bank Authority works directly with individual buyers, as well as Community Partner organizations and developers for projects big and small.

GENERAL JOB SUMMARY

Join our team and be a catalyst for positive change! We are seeking a dynamic individual passionate about community building, enrichment, and development to contribute to our mission of enhancing the quality of life in our vibrant and diverse community.

The Customer Service Representative II is responsible for assisting DLBA customers daily with inquiries received through in person, telephone, web, and e-mail interactions. Additionally, the Customer Service Representative II provides the customer with the information they need to either resolve or escalate the concern to the Customer Service Team Lead or respective program department for rapid resolution.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Service customers via telephone, email, web or in person interactions.

Process customer inquiry by gathering required information to provide an appropriate solution and providing follow up if required to ensure resolution.

Input customer inquiry and required detailed information into Salesforce.

Answer inquiries by clarifying customer needs; researching, locating, and providing answers to inquiries, and fulfilling request.

Escalate customer inquiry to Customer Service Team Lead when situation arises that requires management intervention.

Demonstrate customer service excellence standards with every customer interaction.

QUALIFICATIONS (Knowledge, Skills, and Abilities)

High School Diploma or GED equivalent

At least one (1) year experience in customer service.

Must understand and have used basic accounting principles and math.

Effective at building positive relationships with customers, staff, peers, management, and key stakeholders.

Effective communication and conflict resolution skills.

Must be mission-driven individual with high personal integrity and a commitment to public servicing City of Detroit residents.

Excellent time management skills and ability to multi-task.

Demonstrated teamwork.

Must be highly flexible and ability to work in a dynamic service environment.

Proficient utilizing Microsoft Office Suite and Salesforce.

BENEFITS & PERKS

Paid Holidays, Sick Days & CTO

Health Benefit: Medical/Blue Cross Blue Shield, vision, dental, EAP and short-term disability

Free Parking

Retirement Savings Plan (457-B)

Certification reimbursement/ License renewal reimbursement

**AN EQUAL OPPORTUNITY EMPLOYER**